The latest  computer-telephony integration (CTI) offering from Salesforce is Open CTI.  It differs dramatically from previous Salesforce CTI offerings in that it doesn’t require users to install CTI adapter programs on their machines to use Salesforce with phone systems.  That’s right—no more client applications are necessary to use the features of a CTI system with Salesforce.

So how should you get started with Open CTI?  Look no further than the Open CTI Developer’s Guide (link opens Web page).  The guide explains that Open CTI is a browser-based JavaScript API, and it includes all the methods and code samples you need to build CTI systems that are browser and platform agnostic; for example, CTI for Chrome, Firefox, or Internet Explorer on Mac, Linux, or Windows machines.

Open CTI functionality is available to your organization if you have:

  • The Service Cloud console
  • Professional, Enterprise, Unlimited, or Developer Edition

To use the guide, you should have a basic familiarity with:

  • CTI
  • JavaScript
  • Visualforce
  • Web Services
  • Software development
  • The Service Cloud Console
  • Salesforce CRM Call Center

Related Resources

Check out the many other developer guides in the Technical Library on DeveloperForce.

 

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  • gschenck

    I’ve been working with the SF Open CTI framework for a couple of months. In some ways I had a jump start having worked with the previous SF CTI framework (COM based). My main issues have been time spent getting up to speed with DOM, HTML5, JavaScript and JQuery (mostly new to me). The actual CTI interface that SF provides is elegant and easy to use. One key point is that you need a underlying telephony interface that you can access from JavaScript to combine with the SF JavaScript interface so that you can get telephony events from and make call requests to to your phone. You are ultimately building a “softphone” which is an HTML widget that runs in an iframe of SF pages and supports those pages click-to-dial requests as well as modeling active calls and handling appropriate interactions with the calls (hold, transfer, etc.) In some cases, the softphone responds to telephony events by calling Open CTI APIs like searchAndScreenPop() which you can probably guess what it does. One thing to keep in mind is that if you plan to support SF’s Sales Console (which you sort of have to) is that you’ll need to track browser state across sessions. This pretty much requires schemes built around HTML5 localStorage.

    Finally, if you find yourself developing a serious Open CTI adapter get to know the CTI folks at SF. They’re a great bunch.